skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration

Introduction

This report reviews the best-of-breed/suite controversy, past and present, and attempts to hash out the pros and cons of each approach for end users considering implementation, or existing users.

Highlights

  • Best of breed or suite? Which is the best application approach to contact center creation? This report reevaluates the choices in an evolving marketplace.

Features and Benefits

  • Evaluates the choices of application selection in the contact center and the new approaches that are emerging in the industry.
  • Analyzes the best-of-breed versus suite controversy in light of new market entrants and the cloud.

Key questions answered

  • Is the suite or best-of-breed approach to applications in the contact center the better choice for my enterprise?
  • How will open platforms, the cloud, and the growing customer do-it-yourself attitude affect the suite or best-of-breed decision?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

The best-of-breed/suite discussion is ongoing

  • The pros and cons of a suite
  • The pros and cons of a best-of-breed approach
  • Application convergence will drive change

The new players and the cloud are influencing purchase decisions

  • New entrants bring new ideas
  • The developer channel will play an amplified role going forward

Appendix

  • Methodology
  • Further reading
  • Author

Recommended Articles

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316


Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at ClientServices@ovum.com

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now